Complaint #27 CrownPlay Casino

Failure to Close Account Due Addiction

By flitz

3 months ago

Message on forum

I asked crownplay to close my account permanently because of my gambling problem earlier this year. They did not close my account, nor put any restrictions on it. Instead continued sending me bonuses and free bets to encourage me to play again. During this time, I have been allowed to continue to deposit funds even though I asked to be blocked.

I am raising this complaint to permanently close my account and to compensate me for the losses during this time, as I have been asking and asking to close my account because of my debt addiction. I am horrified at your complete lack of care in this matter. I believe a refund of the net deposits during this time and a permanent ban of my account is the only fair solution.

Disputed Casino CrownPlay Casino

Reason Self-exclusion

Amount €1795

Discussion

AskGamblers

• Support Team

2 months ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

flitz

• Germany

2 months ago

Issue has been resolved, thank you all for your cooperation.

CrownPlay Casino

• Representative

3 months ago

Dear Flitz,

We are pleased to inform you that your payment is in process.

Thank you for your cooperation.

Kind Regards,
CrownPlay Casino Team

flitz

• Germany

3 months ago

Hello,

I have replied to the email with my payment details. I hope this matter is resolved soon, and will let you know when it is. Many thanks

CrownPlay Casino Complaint Stats

Resolved 19 / 19

Avg. Amount $1,475

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

CrownPlay Casino Complaints

See all complaints for this casino

Delayed Withdrawal at CrownPlay Casino

I won a total of 5,500 EUR at CrownPlay Casino, and I submitted three separate withdrawal requests of 500 EUR each due to my VIP level daily withdrawal limit.

The withdrawals were submitted on:

May 14
May 15
May 16

All withdrawal requests are still pending (“processing/approval pending”).

According to the casino’s Terms & Conditions, withdrawals are normally processed within 3 business days, however this timeframe has now been significantly exceeded.

I confirm that I did not use any bonus offers, so there are no bonus-related restrictions affecting my withdrawals.

I have contacted support multiple times via live chat and email (around five times), but only received generic template responses without any clear information or timeframe.

On May 21st, I was informed that my case was being reviewed and prioritised, but there has been no progress since then.

No additional documents were requested, my account remains active, and none of the withdrawals have been rejected — they remain stuck in pending status.

I respectfully request assistance in resolving this issue and the release of my pending withdrawals.

Rejected

€5,500

Waiting for my win 1500 euros

Good morning!

I won 1500 euros on Crownplay, and I have made three withdrawal requests, but so far I have not received my winnings and I need them.... I didn't take any bonuses.

Can you pay my winnings, please?

I've been waiting for 6 days, and I'm stressed.

Thank you very much for your compréhension.

I would be grateful.

Resolved

€1,500

Crownplay delaying withdrawals

Hello,

I'm asking Ask Gamblers team to help me to retrieve my funds. This casino won't process my withdrawals now for over two weeks. Customer support and VIP manager are unable to help. I've tried to solve this now for long time but I have no other choice than ask help from Ask Gamblers. They don't require KYC from me, I haven't used any bonuses and I have played casino and sports. I have 10000€ stuck in there.

Resolved

€10,000

Withdrawal Delay and Improper Closure of Support by Crownplay

I made a withdrawal in the amount of 2,470 reais on 02/24/26; however, to this day, the money has still not been credited to my account. I contacted customer support several times and received the same excuse every time. This time, however, I took screenshots and am posting them here so you can draw your own conclusions.

Thank you, AskGamblers, for giving me the opportunity to share this report.

Resolved

R$2,470

Delayed withdrawal from CrownPlay Casino still no payment after 8 days

Crownplay Casino has not sent the requested withdrawal for 8 days.

The support team keeps saying that everything is fine and that there is just a delay, but I will eventually receive it.

I would appreciate your help with this matter because they keep postponing it, and the promised 3-day timeframe has long passed.

Resolved

Two weeks delay they will not payout

I am now on day 11 waiting for my withdrawal of €50. I've sent 50+ emails. Contacted live chat countless times. Copy and paste answers every time. I'm fully verified and broke no rules. They simply ignore my questions when I ask for a reason. And the answers are the same ones over and over. Apologies and nothing done.

Resolved

$50

Extremely delayed withdrawal

I have submitted a withdrawal request on June 8th, 2025, but my request has not been reviewed

I've chatted more than 5 times to request an update, but have not been responded to with canned notes. Nobody replied to me directly, and I was denied the opportunity to speak with a Supervisor. I can't even verify my account as it says that it isn't required at this point.

I need assistance to process my withdrawal as the timeline well exceeds the standard processing time.

Resolved

$350

Delayed and or no payment

I have deposited thousands of dollars into this casino and attempted to make my first withdrawal. 3 x lots of $750 as you can only withdraw $750 a day. Today is the 21st day since my request. I’ve emailed support and live chat and it’s the same excuse every time. They say there working on it, it’s really busy, we have technical issues, we have a backlog of requests, the system is down and we need to do it manually….but don’t worry they say. It’s in the final stages. 3 weeks is ridiculous. I feel like I’ve been robbed. It’s basically theft. I love the casino but it appears it’s a scam.

Resolved

$750

Casino denying refund for self exclusion

On 31st January 2025, I submitted a self-exclusion request to Crown Play Casino, asking for my account to be excluded in accordance with responsible gambling practices.

Unfortunately, my request was ignored, and my account remained active. As a result, between 3rd February and 8th February, I was able to deposit a total of $7,845 — during a period when my account should have been locked and inaccessible.

The casino only processed the exclusion on 8th February, a full eight days after my initial request. I have contacted customer support requesting a refund of the deposits made during this time, but they have refused, claiming no wrongdoing on their part.

This is a clear failure to uphold responsible gambling obligations and shows negligence in handling a time-sensitive and serious matter. I am requesting that Crown Play Casino refund the full amount of $7,845, as these transactions occurred after I explicitly requested self-exclusion.

I have supporting evidence, including emails and timestamps of communication, which I am happy to provide upon request.

Thank you for reviewing my complaint. I hope this issue can be resolved fairly.

Resolved

Crownplay Casino - Casino is delaying verification i withdrawal

Crownplay blocked access to my account and requested documents for verification.

I have sent Crownplay all the documents they have requested.

The final one was sent to them 8 days ago, and I still haven't heard a peep back.

When I contact support, they say it will be resolved quickly, but I see no signs of that.

I have several thousand euros that it looks like they are trying to get out of paying me.

Resolved

€2,000